Collect and organize Voice of Customer (VoC) from phone, tickets, emails and other channels; classify and tag multilingual feedback (English-dominant, multi-market).
Identify user experience pain points in installation, configuration, usage and maintenance; distinguish between operation, design, documentation and service issues.
Analyze high-frequency problems and trends to deliver actionable product improvement suggestions.
Collaborate with product, R&D, after-sales and other teams to drive UX optimization initiatives.
Prepare regular UX insight reports to support product and service decisions.
Track improvement effectiveness and help build a closed-loop VoC system.
Requirements
Bachelor's degree or above.
37 years of experience in user research, UX/CX, VoC analysis, product operations or analysis.
Experience with B2B/B2C tech products (new energy, hardware, SaaS preferred).
